Lead IT Specialist (Systems Administration)

Lead Duties

Ensures the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services.

Articulates and communicates to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.

Leads the team in identifying, distributing and balancing workload and tasks among employees in accordance with established workflow, skill level and/or occupational specialization; making adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; and ensuring that each employee has an integral role in developing the final team product.

Trains or arranges for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks.

Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions from the supervisor; maintains current knowledge to answer questions from team members on procedures, policies, directives, etc.

Represents the team in dealings with the supervisor for the purpose of obtaining resources (e.g., computer hardware and software, use of overtime or compensatory time) and securing needed information or decisions from the supervisor on major work problems and issues that arise.

Reports to the supervisor periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs.

Estimates and reports to the team on progress in meeting established milestones and deadlines for completion of assignments, projects and tasks, and ensures that all team members are aware of and participate in planning for achievement of team goals and objectives.

Researches, learns and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products.

Leads the team in assessing its strengths and weaknesses and provide leadership to the team in exploring alternatives and determining what improvements can be made (e.g., in work methods, processes and procedures).

Communicates team consensus and recommendations to the supervisor on actions affecting team and individual awards, rewards and recognition.

Intercedes with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews and performance appraisals.

Provides Tier II and III level helpdesk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), commercial patron and business devices for the enterprise.

Collaborates and liaisons with program managers and attends conference calls as required.

Develops and maintains a cyber-secure image and provision computer hardware to support business and patron users.

Performs helpdesk ticket assessment, analysis for solution, implementation of corrective action to resolve discrepancy and documentation.

Develops and deploys computer hardware and software firmware and patches on an enterprise system to meet cyber security requirements.

Reports, responds to, and resolves customer requests.

Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Provides expert and proactive technical advice, guidance, and recommendations to management and other technical specialists on IT issues.

Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements.

Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required.

Must pass all applicable records and background check.

Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.

Qualifications

A qualified candidate possesses the following:

• 4 years of progressively responsible, specialized experience in the planning and delivery of customer devices, system configuration, patching, supporting deployed devices, troubleshooting, customer assistance and/or training in response to customer requirements
• Knowledge of managerial practices and teambuilding concepts.
• Knowledge of and skill in applying Tiered Customer Support in helpdesk systems to assign, monitor and complete helpdesk tickets.
• Knowledge of CNIC's organizational structure, functions, and mission.
• Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in IT customer support.
• Knowledge of life cycle management concepts and skill in applying their application to the organization's current and future systems.
• Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements.
• Knowledge of and skill in creating a secure image and imaging and provisioning computers and systems to achieve end user device functioning at an optimal secure level to meet mission requirements.
• Knowledge of and skill in understanding organizational business processes and operations.
• Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions.
• Skill in collaborating with customers and staff to identify and solve problems.
• Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools.
• Skill in providing leadership to team members.
• Skill in team building.
• Ability to make helpdesk processes and operations recommendations for improvements.
• Ability to perform the full range of Lead duties.
• Ability to communicate effectively both orally and in writing.

There is no positive educational requirement for this position.